The article on SandHill.com, entitled "Patterns of Project Management Success," has been picked up for republishing on another web site, Service and Support Professionals Association (SSPA) in their February newsletter.You can access the newsletter and article here.

The SSPA web site is a good resource for project workforce managers who are customer facing and must pay attention to the quality of service they provide. Since nearly all of us serve either external or internal customers, chances are that this description applies to you.

One article of note, which appears in the same issue of the SSPA news as mine, is entitled "Feedback Gathering: A Process, Not an Event." The author, Naomi Karten, describes the frequent problem of organizations who collect customer feedback, but do nothing with the information. Project workforce managers are well advised to use the information they collect before, during, and after their projects to increase the quality of their service with each new project.